Customer Experience Leader — Remote, Growth & Equity

Quiet Capital; New York (NY); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Competitive salary

Unlimited PTO

Health insurance (medical, dental, and

Vision coverage

Equity or stock options

Paid holidays

Remote-friendly environment

In-person team offsites

Career growth opportunities

Job summary

Mulberry is seeking a Customer Experience Manager in New York to lead a blended customer support and claims team, shaping policy, training, and workflow improvements. You will manage escalation paths, drive One‑Touch resolution metrics, and partner with Operations to deliver outstanding client experiences.

You will coach a growing team, navigate complex escalations, and develop scalable processes while collaborating with product, engineering, and cross-functional partners.

Qualifications

• 5+ years in customer experience, support, or claims.
• 1–2 years of direct people management experience.
• Experience in startup or high-growth environments.
• Proven ability to learn unfamiliar products quickly.
• Strong independent judgment and decision-making.
• Customer-oriented mindset focused on improving experiences.
• Experience handling complex escalations.
• Strong written and verbal communication.
• Experience using CRM data and operational reporting.
• Comfort moving between leadership, escalations, reporting, and hands-on work.

Responsibilities

• Own day-to-day management of a blended customer support and claims team.
• Coach team and manage performance.
• Conduct regular quality audits of interactions and claims decisions.
• Build a culture of ownership and client advocacy.
• Identify staffing gaps and implement improvements.
• Act as deputy to Director of Operations across claims and support functions.
• Handle escalated claims and customer complaints with clear resolutions.
• Architect and refine customer-facing communications and escalation responses.
• Track escalation trends and feed findings into training and policy.
• Own responses to formal regulatory complaints.
• Use insights to address upstream issues.

Skills

Customer experience

People leadership

Decision making

Customer-centric mindset

Escalation management

Communication skills

Analytical thinking

Adaptability

Tools

Zendesk

Excel

SQL

BI tools

AI-assisted tools

Job description

Mulberry is seeking a Customer Experience Manager in New York to lead a blended customer support and claims team, shaping policy, training, and workflow improvements. You will manage escalation paths, drive One‑Touch resolution metrics, and partner with Operations to deliver outstanding client experiences.

You will coach a growing team, navigate complex escalations, and develop scalable processes while collaborating with product, engineering, and cross-functional partners.